When It Works Out, And Then It Works Out

, , | Right | June 9, 2020

I work for a phone provider help service. As I was born in India, I have an accent that can often irritate people because they can’t understand. Before connecting to a server, an automated message is provided explaining that many problems can be solved by just turning the phone off, removing the sim card and battery, and then turning it on again, so it is sometimes assumed that most customers have at least tried that.

Customer: “Hi. My phone isn’t letting me make calls and says I have no reception wherever I go, even places I used to have reception!”

Me: “Okay, ma’am, I see you’re calling from a landline. Can you give me the number for the phone in question?”

Customer: “Yeah, I can’t call from my mobile at all.”

She provides the number. I spend about forty-five minutes on the phone to her, asking questions to try and figure out the problem, with her replying to all my questions calmly and not once complaining about the length of the call.

Me: “Okay, ma’am, I’m just going to ask you to turn your phone off for a second.”

Customer: “I tried turning it off and on earlier, but it didn’t work… but okay.”

Me: “Yes, but before you turn it on again, did you remove the battery and sim card?”

Customer: “Oh… no. Oh, it worked! Thanks! So, uh, sorry for wasting your time on a petty problem.”

Me: “Not at all, and I would just like to thank you for being so patient with me through this process. I really appreciate it!”

Customer: “Well, you’re helping me out, right? What use would it to me to be a b**** to the person fixing my silly problem? Anyway, I’m a bit late for work now, so I have to go, but thanks again for fixing my phone!”

To the customer, whoever you are, I don’t think you realise how rare it is for a customer to be so patient after a forty-five-minute call, especially if they’re running late for work. So, thank you, sincerely!

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